Política de reembolso

Return and Refund Policy

Last updated: October 2026

At CRESTWHITE, we want you to be happy with your purchase. Our 30-day voluntary returns policy gives you 30 calendar days from delivery to request a return, subject to the conditions below.

This policy is in addition to your statutory consumer rights and does not limit them.

1. Conditions for our 30-day returns policy

To qualify for a return under our voluntary policy, your item must:

  • Be in the same condition as when you received it.
  • Be unused and remain unopened and sealed where required for hygiene or health protection.
  • Be returned in its original packaging.
  • Include any labels and accessories originally supplied, where applicable.
  • Be accompanied by a receipt, order confirmation or other proof of purchase.

These conditions apply to our voluntary policy. They do not impose additional restrictions on your statutory right of withdrawal or your rights concerning faulty or non-conforming goods.

2. How to request a return

Contact our customer service team before sending your parcel:

You can also use any of the other email addresses listed in the Contact section below, or call +33 7 82 41 94 89.

Please include your order number and the item you wish to return. Once a return under our voluntary policy has been accepted, we will provide return instructions and a shipping label where one is included for your return.

Please use the return address supplied for your case. Our contact address should not automatically be treated as the parcel return address.

Returns sent without a prior request may be refused under our additional voluntary policy. This does not make prior approval a condition for exercising your statutory right of withdrawal or claiming a remedy for faulty goods.

3. Return shipping costs

For a change-of-mind return, you are responsible for direct return postage only where this was disclosed before purchase and applicable law allows it, unless we agree to cover the cost.

Where we have not provided information that the law requires us to give about return costs, those costs will be borne by us.

For faulty, damaged or incorrectly supplied items, we will cover the necessary return costs where required by applicable consumer law. Please contact us so we can arrange the appropriate return method.

4. Damaged, faulty, incomplete or incorrect orders

Please check your order when it arrives. If an item is damaged, faulty, missing or different from what you ordered, contact us as soon as possible so we can review the issue and arrange an appropriate solution.

To help us handle your request, we may ask for:

  • Your order number.
  • The name used to place the order.
  • A description of the problem.
  • Photos of the product and packaging, where available.

These steps do not limit your rights under any applicable statutory guarantees. The hygiene restrictions below do not prevent a valid claim concerning faulty, damaged or non-conforming goods.

5. Hygiene restrictions and other exceptions

Certain goods supplied with a seal may be excluded from the statutory right of withdrawal if they have been unsealed after delivery and are unsuitable for return for hygiene or health-protection reasons. This exception applies only where its legal conditions are met.

It may apply to certain sealed personal-care and oral-care products, including teeth-whitening treatments. Please keep the relevant hygiene seal intact until you are sure you want to keep the product.

Opening an outer delivery carton does not, by itself, mean that a product's hygiene seal has been broken.

Goods made to your specifications or clearly personalised may also be excluded from the statutory right of withdrawal where the law permits.

These exceptions do not affect your statutory rights if an item is faulty, damaged or not as described.

6. Sale items and gift cards

A discount or promotion does not remove your statutory consumer rights, including the 14-day right of withdrawal where it applies.

Any specific conditions for our additional 30-day voluntary returns policy must be clearly stated with the offer and cannot override your statutory rights.

Gift cards are non-refundable under our voluntary policy, except where applicable law requires a refund.

7. Exchanges

For a change-of-mind exchange, contact us to arrange a return. Once your return has been accepted, you can place a new order for the product you would like instead.

This process does not affect any statutory right to a replacement or another remedy for faulty or non-conforming goods.

8. EU statutory right of withdrawal: 14 days

Where the statutory right of withdrawal applies under EU and French consumer law, you may cancel your purchase without giving a reason within 14 calendar days following delivery to you or a person you nominate, other than the carrier. For goods ordered together and delivered separately, the period runs from receipt of the last item.

Where required by law, a withdrawal deadline that falls on a Saturday, Sunday or public holiday is extended to the next working day.

Notify us before the withdrawal period expires by sending a clear statement of your decision to withdraw. You may email contact@mycrest.net or info@mycrest.net, or write to our contact address below. You may use the model withdrawal form at the end of this policy, but this is not compulsory.

Our approval is not required to exercise this right.

Unless we offer to collect the goods, you must send them back without undue delay and no later than 14 calendar days after notifying us of your withdrawal. Please contact us promptly for the correct return instructions.

Subject to the hygiene exceptions above, you may inspect goods as necessary to establish their nature, characteristics and functioning. Where the law permits, you may be responsible for a reduction in value caused by handling beyond what is necessary for that inspection.

9. Refunds

Statutory withdrawal refunds

For a valid statutory withdrawal, we will refund the sums due without undue delay and within 14 calendar days of being informed of your decision to withdraw.

Unless we offer to collect the goods, we may withhold the refund until we receive them back or you provide evidence that you have sent them back, whichever happens first.

For withdrawal from an entire order, the refund includes the purchase price and the cost of our least expensive standard delivery option. Additional charges for a more expensive delivery method you selected do not have to be refunded. For partial returns, delivery charges are refunded as required by law.

Refunds are made to the original payment method, unless you expressly agree to another method that does not involve any additional fees for you.

Refunds under our additional 30-day policy

We will inspect your return and let you know whether it meets our voluntary returns conditions. For an accepted return under this additional policy, we aim to process the refund within 10 business days of confirming acceptance following inspection.

This processing target does not extend any applicable statutory refund deadline.

Your bank or card issuer may need additional time to display a processed refund. If a confirmed refund has not appeared after 15 business days, or you have concerns sooner, contact us so we can investigate.

10. Contact

CRESTWHITE
14 Rue de Penthièvre
75008 Paris
France

Phone: +33 7 82 41 94 89

Main contact emails:

Other contact emails:

11. Model withdrawal form

Complete and send this form only if you wish to withdraw from your purchase. You may send another clear statement instead.

To: CRESTWHITE, 14 Rue de Penthièvre, 75008 Paris, France.
Email: contact@mycrest.net or info@mycrest.net.

I/We hereby give notice that I/we withdraw from my/our contract for the sale of the following goods:

  • Product(s):
  • Ordered on / received on:
  • Order number, if available:
  • Consumer name(s):
  • Consumer address:
  • Date:
  • Consumer signature(s), only if this form is sent on paper:

Delete whichever does not apply.